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Your Windows 2000-based computer stops responding, you cannot log on to Windows, or your CPU usage for the System process approaches 100 percent

This article has been archived. It is offered "as is" and will no longer be updated.
SYMPTOMS
After you install the security update that is described in Microsoft Security Bulletin MS04-011 on a Microsoft Windows 2000-based computer, you may experience any one of the following symptoms:
  • Your computer appears to stop responding at startup.
  • You cannot log on to Windows.
  • Your CPU usage for the System process approaches 100 percent.
Note This problem does not occur when you install the security update that is described in Microsoft Security Bulletin MS04-011 on a computer that is running Microsoft Windows XP or Microsoft Windows Server 2003.

To view Microsoft Security Bulletin MS04-011, visit the following Microsoft Web site:
CAUSE
The security update that is described in Microsoft Security Bulletin MS04-011 contains an issue that causes Microsoft Windows 2000 to try repeatedly to load drivers that do not load successfully. Microsoft has confirmed that this problem occurs if any one of the following drivers is installed:
  • Ipsecw2k.sys
  • Imcide.sys
  • Dlttape.sys
For example, Microsoft has confirmed that this problem occurs if you have the Nortel Networks VPN client installed and if the IPSec Policy Agent is set to Manual or Automatic for the startup type.
RESOLUTION

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

This hotfix requires Windows 2000 Service Pack 3.

Restart requirement

You must restart your computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File Information

The English version of this hotfix has the file attributes (or later) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.
Date         Time    Version            Size   File name -------------------------------------------------------------- 24-Mar-2004  02:17   5.0.2195.6824     42,256  Basesrv.dll 21-Sep-2003  00:45   5.0.2195.6824    236,304  Cmd.exe 24-Mar-2004  02:17   5.0.2195.6898    242,448  Gdi32.dll 24-Mar-2004  00:46                        502  Hfsecper.inf 17-Mar-2004  21:50                        502  Hfsecupd.inf 24-Mar-2004  02:17   5.0.2195.6897    742,160  Kernel32.dll 10-Feb-2004  19:47   5.0.2195.6897     30,160  Mountmgr.sys 24-Mar-2004  02:17   5.0.2195.6824     54,544  Mpr.dll 24-Mar-2004  02:17   5.0.2195.6895    335,120  Msgina.dll 24-Mar-2004  02:17   5.0.2195.6899    497,936  Ntdll.dll 30-Apr-2004  02:35   5.0.2195.6927  1,701,312  Ntkrnlmp.exe 30-Apr-2004  02:35   5.0.2195.6927  1,700,992  Ntkrnlpa.exe 30-Apr-2004  02:35   5.0.2195.6927  1,722,624  Ntkrpamp.exe 30-Apr-2004  02:35   5.0.2195.6927  1,678,144  Ntoskrnl.exe 24-Mar-2004  02:17   5.0.2195.6892     90,264  Rdpwd.sys 05-Feb-2004  20:18   5.0.2195.6896  5,869,056  Sp3res.dll24-Mar-2004  02:17   5.0.2195.6897    403,216  User32.dll 05-Aug-2003  22:14   5.0.2195.6794    385,808  Userenv.dll 11-Mar-2004  02:37   5.0.2195.6897  1,720,368  Win32k.sys 11-Mar-2004  02:37   5.0.2195.6898    181,520  Winlogon.exe 25-Sep-2003  18:08   5.0.2195.6826    243,984  Winsrv.dll 24-Mar-2004  02:17   5.0.2195.6897    742,160  Kernel32.dll 24-Mar-2004  02:17   5.0.2195.6899    497,936  Ntdll.dll 11-Mar-2004  02:37   5.0.2195.6897  1,720,368  Win32k.sys 25-Sep-2003  18:08   5.0.2195.6826    243,984  Winsrv.dll 03-May-2004  21:50                     14,478  Kb841382.cat
WORKAROUND
To work around this problem if you use the Nortel Networks VPN client, disable the IPSec Policy Agent service from Safe Mode or from the Recovery Console.

Note This problem may occur if other drivers or services do not load successfully. This workaround is specific to the Nortel Networks VPN client drivers.

To disable the IPSec Policy Agent service from Safe Mode

  1. Restart your computer.
  2. When you receive the "Please select the operating system to start" message, press F8.
  3. Select safemode, press ENTER, and then press ENTER at the operating system selection page.
  4. Click Start, click Run, type compmgmt.msc /s, and then click OK.
  5. In the Computer Management console, expand Services and Applications, click Services, and then double-click IPSec Policy Agent.
  6. Click Services, and then, on the General tab, click Disabled as the Startup type.
  7. Click OK, and then restart your computer.

To disable the IPSec Policy Agent service from Recovery Console

  1. Either insert the Windows 2000 startup disk in the floppy disk drive, or insert the Windows 2000 CD-ROM in the CD-ROM drive or the DVD-ROM drive, and then restart the computer.
  2. Click to select any options that are required to start the computer from the CD-ROM drive or the DVD-ROM drive if you are prompted to do so.
  3. At the Setup screen, press R to repair the installation, and then press C to start Recovery Console.
  4. If you have a dual-boot or a multiple-boot computer, select the installation that you want to access from the Recovery Console.
  5. Type the administrator password.

    If the administrator password is blank, press ENTER.
  6. At the command prompt, type disable policyagent to disable the IPSec Policy Agent service.
  7. To exit the Recovery Console, type exit at the command prompt, and then press ENTER.
  8. Restart your computer.
STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

Microsoft is researching this problem and will post more information in this article when the information becomes available.
MORE INFORMATION
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
Properties

Article ID: 841382 - Last Review: 12/08/2015 07:08:21 - Revision: 6.6

Microsoft Windows 2000 Server, Microsoft Windows 2000 Professional Edition, Microsoft Windows 2000 Advanced Server

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